Contact Center Customer Experience Specialist - CMS - Dynamic Schedule

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed.  We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.
 

Provides a high level of customer service by responding to telephone or email inquiries, requests, and problems. Researches and resolves problems and errors which may include those related to fraud support and internet operations. Will obtain a thorough knowledge of products, services, rates, terms, fees, applicable regulations, systems and procedures. Acts as a liaison between customers and various U.S. Bank departments to resolve more complex customer or technology issues.

This role operates within a contact center environment with hours between 5:00 a.m. and 10:00 p.m. CT. Team members are scheduled for dynamic hours, with daily start and end times that vary based on business demand. Schedules are published with at least 3 weeks' advance notice, allowing time for planning. Evening and weekend shifts are included as part of a fair and equitable rotation.
 

Basic Qualifications
- High school diploma or equivalent
- Typically at least 18 months of customer service or related experience
 

Preferred Skills/Experience
- Effective problem-solving and negotiation skills
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Proven time management skills and ability to multitask
- Experience interacting positively with unsatisfied customers
- Good communication skills including speaking clearly, articulately and accurately while using a pleasant tone and common conversational courtesies
- Proficient computer navigation skills using a variety of software packages including Microsoft Office applications
 

Class Start Date: July Class starts 7/6/2026

Training Schedule: Training is typically 5 weeks (including on-the-job training) and will be Monday through Friday from 9:30 a.m. to 6:00 p.m. CT.  After completion of training, you will move into the following work schedule;

Work Schedule: Dynamic, this position does not have the same shift every day. You will work hours within our operating window of 5:00 a.m. to 10:00 p.m. CT, with start and end times that may change from day to day. If you value predictability well in advance, but don't need the same hours daily, this schedule works well.

This is a remote position with preference for candidates residing near the following hubs and in the following states:

• Phoenix/Tempe, AZ (preferred)

• Milwaukee, WI

• Twin Cities, MN

• St. Louis, MO

Location expectations 
This role is designated as U.S. home-based remote.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits: 

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following:

• Healthcare (medical, dental, vision)

• Basic term and optional term life insurance

• Short-term and long-term disability

• Pregnancy disability and parental leave

• 401(k) and employer-funded retirement plan

• Paid vacation (from two to five weeks depending on salary grade and tenure)

• Up to 11 paid hol